First Line IT Engineer

Job title: First Line IT Engineer
Location: 178 Shoreham Street, Sheffield, S1 4SQ
Reporting to: Head of First Line
Start date: TBC

Job Purpose:

To work as part of a technical support team providing industry-leading support to both existing and new customers.


  • The first point of contact for IT queries and tickets.

  • Work within a regimented ticketing system, ensuring all notes, time and actions are correctly recorded and kept up to date.

  • Decision making as to either escalate or resolve the ticket.

  • Typical examples of work would include:

    - Software installations

    - Updating software

    - Password resets / making new users in Active Directory

    - Office 365 maintenance and administration

    - File / folder management and security

    - Basic network and broadband diagnostics

    - Backup failure investigation and resolution

    - Monitoring and logging tickets from BHL’s monitoring systems

Guidance and Authority

Seeks and takes advice from technical specialists/team manager, as appropriate.

Principle accountabilities /  Key results areas

  • Customers first

  • Minimising issue duration

Other Information

Flexibility is required. This role will involve some evening and weekend working.

Skills & Attributes required:

  • Essential

    • Good working knowledge of operating systems to include Microsoft Windows Server, Active Directory

    • Excellent organisational skills

    • Experience within a customer service environment

    • Professional approach and phone manner

    • Excellent written and oral English

    • A self-motivated approach to learning and development

    • A logical approach to problem-solving

    • Team working capability

  • Desirable

    • Some experience with Microsoft Exchange Server or Office 365


Range: £16,500 - £21,000

Applications by way of CV with covering email to stating which role you are applying for. The closing date for applications is to be confirmed.

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